-Gov't has always wanted/need to get feedback/engagement from citizens
-However, there is not necessarily a lot of incentive to get a lot more feedback or reach a lot more people.

-Yes, governments technically want it. But not necessarily sure they want to spend extra resources (time/money/etc) to get extra feedback/reach

In contrast to private sector,

-All companies want to reach more people
-More people who sign up to their newsletters, view their website, sign up for social media channels.....that's the more people they can reach to buy their products

Do you see this problem too? What's the solution? How do you define the ROI?

The closest I've seen in public sector is Census. They figured that the more people they reach, the more people fill out Census before they send folks to their door, which saves a lot of money.